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Manager of Patient Engagement and Pharmacy Operations

1 hour, 27 minutes ago
Anywhere
Full-time
Senior
Operations Manager
Project and Program Management
Apply Now
Shields Health Solutions

Shields Health Solutions

Shields Health Solutions is the first and largest company in the nation to integrate specialty pharmacies within hospitals, focusing on improving patient outcomes and system-wide growth. Their programs and data platforms reduce costs, achieve better cl...

Health Care Providers & Services
1K-5K
Founded 2012
View All Jobs 26

Description

  • Provide day-to-day leadership for a portion of the Engagement Center team and manage supervisors and team members.
  • Oversee daily operations for patient medication refill administration and inbound pharmacy patient inquiries.
  • Ensure patient care needs are completed on time and medications are delivered accurately.
  • Monitor team productivity and quality through auditing and performance management.
  • Manage clinic-level and hospital-level escalations and build action plans with stakeholders to resolve issues.
  • Identify operational issues and improvement opportunities and implement mitigation plans.
  • Develop and maintain staffing plans, staffing forecasts, and coverage models with leadership and key stakeholders.
  • Standardize Patient Engagement workflows and best practices across the broader team.
  • Partner with training and leadership teams to improve training programs and support team development.
  • Support recruiting, retention, and development of top talent and future leaders.
  • Lead new clinic launches, service offerings, and strategic projects, ensuring teams are staffed, trained, and ready on time.
  • Coach and mentor supervisors and team leads on performance management, interviewing, difficult conversations, and team engagement.
  • Share performance results, insights, and reporting needs with regional and senior leaders to build accountability.
  • Collaborate with peers, project managers, and regional leaders across centralized services to support regional visibility and service model improvements.

Requirements

  • Bachelor’s degree is preferred, or actively working toward a degree, ideally in business administration or a health care-related field.
  • 3-5+ years of leadership experience required, preferably managing teams of 30+ employees.
  • 5+ years of pharmacy, health care, or health payor experience preferred.
  • 3-5+ years of experience in a high-volume operational environment such as an operations center, call center, or contact center preferred.
  • Strong communication presence with the ability to influence without formal authority.
  • Excellent leadership, interpersonal, and organizational skills.
  • Ability to make decisions and negotiate with senior leaders to achieve positive outcomes.
  • Experience training, inspiring, and developing team leaders and employees.
  • Strong operational management skills with the ability to evaluate trends and identify improvement opportunities.
  • Proficiency in Microsoft Office, especially Excel and Word; strong Excel skills including basic formulas, data manipulation, and graph creation.
  • Knowledge of pharmacy dispensing or EMR systems is desirable, with Willow, Qs1, and RX30 as a plus.
  • Ability to maintain confidentiality and use discretion with sensitive health information.
  • Willingness to travel up to 20% as needed.
  • Solid computer skills, including Outlook, Teams, PowerPoint, internet navigation, and web-based platforms; data entry and computer skills will be assessed pre-employment.

Interested in this position?

Apply directly on the company website

Apply Now

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